Job Description

We are seeking an experienced Business Systems Analyst with strong expertise in Contact Center solutions and technologies such as Genesys Cloud, Qualtrics, and CRM integrations. The ideal candidate will work closely with stakeholders, technical teams, and operations to define, deliver, and support innovative solutions. This role requires strong analytical skills, documentation experience, and the ability to translate complex technical solutions into business-friendly language.

Key Responsibilities

• Partner with stakeholders to gather and define business/functional requirements for Contact Center solutions.

• Collaborate with business and technical teams to deliver effective solutions.

• Document process flows, wireframes, mockups, prototypes, and functional specifications.

• Design, develop, deploy, and maintain business rules/configurations.

• Act as the Point of Contact for technical issues, troubleshooting, and escalations.

• Lead QA/UAT efforts, including writing test cases and performing end-to-end testing.

• Manage sprints, release cycles, and coordinate with developers/system engineers.

• Define KPIs, monitor success criteria, and identify opportunities for improvement.

• Translate technical solutions into clear, business-friendly communication.

Required Qualifications

• Bachelor’s degree in Management or IT.

• 5+ years as a Business Systems Analyst, Product Owner, or similar role.

• Strong hands-on experience in Genesys Cloud and Contact Center domain (IVR, Routing, Recording, Surveys, etc.).

• Experience with CRM applications and integrations.

• Familiarity with Contact Center technologies such as Genesys, Qualtrics, NICE, etc.

• Expertise in JIRA, Agile methodology, and documentation tools like Confluence.

• Strong data analysis skills using Excel, SQL, or similar tools.

• Proven experience with SaaS implementations and high-performing release cycles.

• Excellent communication, collaboration, and stakeholder management skills.
  
  
  

Interview: In Person Interview required.

Duration: 6+ Months, high possibility of extensions 

📩 If you are interested, please reach out to

Mounika P
Development Manager,
ASTRA CONSULTING CORP
Mobile: +1-678-335-2727 EXT :4
Email:  mounika@astraccorp.com